MS slow to respond (merge reservations)

[MiaSRN62]

It's not the most guest service friendly decision that's for sure. If it happened within a day or two then it wouldn't be too bad but something like your scenario is definitely messed up by the delay. It was much nicer when the CM could do it right then or if they were unable to take care of it then whomever they spoke to did it right away. I've had it take a day and I've had it take 10 days so I'd hope yours is going to be done very soon!

Thanks for understanding Kathy. It is frustrating. I wrote DVC a long email about a month ago, citing the reasons we are hesitant to add-on any more points. While we love our stays at DVC, between the uncertainty and spotty availability of Annual Passes, and the Park Reservation system among other changes, we just see a decreased value in owning. I even see a decreased value in having an AP. My daughter and son-in-law can only get the Pixie Dust FL Res AP and cant go on any weekends. So, as a family with our 1 yr old grandson, we can't even visit the parks together because my husband is Mon-Fri 9-5 pm employee. I used to wake up and just go to the parks. Now I have a finite number of park reservations I can hold. I wouldn't mind the park reservation system AS MUCH, if the parks were not as crowded. But they have seemed just as if not more crowded than pre-pandemic? So not sure what the point of all these reservations are for? Now add-in this debacle-----can't get my reservations merged going on "day 11 or 12". I lost count. I gave up on asking for a waitlist at this point. It's futile. But thank you again Kathy for listening and explaining this new policy.

 

[we"reofftoneverland]

Is anyone experiencing a very slow MS response to a request? For me---it's been 6-7 business days and all I am asking via the Member site email is for my two reservations to be merged into one. I have an Oct 28-30 that originally had two different resorts and now they are the same resort but showing as two different reservation numbers. Problem is.....I want to do another waitlist, but because they have the room stay split as TWO different reservation numbers, I lose an option to have another waitlist I want because I need to waitlist on each number/room instead of on one if they were combined. I called but the message states if you are not due to arrive in the next 7 days please call back. TWO emails went out in the last 8 days. Still not merged. This same situation happened in Sept with another waitlist that came through. I had to call a week later when I noticed we had a 5 night stay at Copper Creek and 4 nights had one res# and 1 night had a different res# after the waitlist came through.
In the past, MS would automatically merge if the stay was all one consecutive stay in same resort and not require a phone call or email. Now I can't even get them to reply in the past 8 days. I do realize that sadly there has been a devastating hurricane (I do live here in FL), but I just find this a pretty long time to get a merge? Just curious if anyone else is experiencing?

Try chat
Sometimes they do it right there for you

 

[KAT4DISNEY]

Try chat
Sometimes they do it right there for you

Have you had success with that recently? Like this year? I have not. Submit to other department etc etc. It used to be done via chat in the past just like CM's would also get it done when you called in.

 

[LadybugsMum]

Try chat
Sometimes they do it right there for you

This is getting more rare. The last 4 times I've asked for a merge via chat, it's had to be submitted and has taken anywhere from 5-12 days for the merge to be completed.

 

[Grandmatoone]

I chatted last week to request a merge of 2 reservations in February. The representative wanted to send me a form to complete. I declined as I have never heard of us as members completing this paperwork. Very unusual.

 

[bianca]

It took 16 days for our merge last month.

 

[MiaSRN62]

Thanks all for the suggestions of "chat" and also hearing your experiences. This is not an optimal situation the way it is now with greater than 10 to 14 days wait to merge. I plan to send DVC an email. Hope some of you have a bit of time to do so as well. I would say 2-3 days is a reasonable expectation to merge not including weekends.

 

[DduzDis]

Try chat
Sometimes they do it right there for you

I did chat last week. I'm still waiting for the merge to occur. I think I was told 7-10 days from time of the request. And I would know it occurred when I got a new confirmation in my email.

 

[we"reofftoneverland]

Have you had success with that recently? Like this year? I have not. Submit to other department etc etc. It used to be done via chat in the past just like CM's would also get it done when you called in.

I agree. It is touch and go and not the norm. But I have had it done in chat before.

 

[KAT4DISNEY]

I agree. It is touch and go and not the norm. But I have had it done in chat before.

As have I but not recently which was my question. You've gotten it done immediately in the past few months via chat?

 

[we"reofftoneverland]

As have I but not recently which was my question. You've gotten it done immediately in the past few months via chat?

Sorry. It was sometime in May. And right around Labor Day, I had someone merge reservations for me on the phone. The trip was the following week on that one. Shocking for todays MS.

 

[LuckyMamaInDE]

I did chat last week. I'm still waiting for the merge to occur. I think I was told 7-10 days from time of the request. And I would know it occurred when I got a new confirmation in my email.

Chat today told me it would be 5-10 business days for the merge to happen.

 

[DduzDis]

Chat today told me it would be 5-10 business days for the merge to happen.

I'm on with MS now. Naturally, she had to call the 'support team' to check on the delay. I'm now on hold. I am certainly appreciative of this CM to check on it, but frustrated that she has to in the first place. 25 minutes in for what should be a five minute call. This is painful.

ETA - Still going to be 'a day or two'. "it's a small team, sorry".

 

[Nursemanit]

My Labor Day 2023 week was just merged 7 days after requesting in chat: Not bad IMO

 

[DduzDis]

I did chat last week. I'm still waiting for the merge to occur. I think I was told 7-10 days from time of the request. And I would know it occurred when I got a new confirmation in my email.

Finally got the confirmation email from the merge at 8 pm last night. Today was our ADR day with it combined, so all is well that ends well. But, it is still a painful process.

 

[KAT4DISNEY]

Finally got the confirmation email from the merge at 8 pm last night. Today was our ADR day with it combined, so all is well that ends well. But, it is still a painful process.

So you're 60 days out and getting a merge. Another labor day. I'm 2 weeks away and still no merge. Called again yesterday and mentioned multiple times it had been a week. The CM started with the spiel - it takes time, busy, blah blah, can take up to 7-10 days......and trailed off when they realized what they were saying. Yeah, already waited 7 days and still counting.

 

[KAT4DISNEY]

And so - day 8 - most merges happened. However they apparently don't see requests per membership and the extra day I had picked up yesterday that I requested to be merged was not done with the others. Now another 8 days - it may get merged just before we arrive? The other piece to this though is the consistent failure I have recently in modifying a reservation. Dwarves all over the place. If that were functioning properly I wouldn't even have had to bother MS about merging anything.

 

[DduzDis]

And so - day 8 - most merges happened. However they apparently don't see requests per membership and the extra day I had picked up yesterday that I requested to be merged was not done with the others. Now another 8 days - it may get merged just before we arrive? The other piece to this though is the consistent failure I have recently in modifying a reservation. Dwarves all over the place. If that were functioning properly I wouldn't even have had to bother MS about merging anything.

I really wish they would give us the ability to do these on our own. Modify an existing reservation and add a day on either side or something. But, at the least don't outsource it to another 'support team'.

 

[LuckyMamaInDE]

Chat today told me it would be 5-10 business days for the merge to happen.

Following up, I requested the merge on Oct 11 and it occurred on Oct 17, so 6 days. Our trip is at the end of this month (merge due to a waitlist coming through for a night at the beginning)

 

[RebelSoul]

Added on a day at SSR about 3.5 weeks out from our September 2022 trip and it took over 2 weeks for MS to merge the 2 reservations, even though I was told 5 business days. Finally got the email that it was completed 10 days out from our trip.